Help Desk Officer

Job Summary:

The Help desk officer provides technical support to truck drivers and customers in an efficient and accurate manner. The Help Desk Officer is considered as the firm’s front liner and will solve basic operational problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Key Duties and Responsibilities:

• Provide first level contact and convey resolutions to truck drivers and customers issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update drivers' data and produce activity reports
• Follow up with drivers and customers complaints, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed drivers and customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services

Requirements

• Bachelor's Degree or HND in Humanities or Social Sciences.
• At least 3 years work experience in providing customer support via telephone, email, in-person and actively handling inquiries issues.
• Excellent communication skills, both verbal and written, withe the ability to explain complex information clearly and concisely. Multilingual skills ability to communicate in Hausa language is and added advantage
• Strong problem escalation and solution skills
• Empathy and patience with attention to details,
• Strong time management and prioritization skills
• Strong analytical, problem solving and active listening skills
• Proficiency in Microsoft office suites

Skills and Behaviors:

• Ability to appraise and use IT packages and electronic communication methods.
• Tact, diplomacy and calmness, especially when dealing with tired drivers and disgruntled customers.
• An analytic mind and good numeracy skills.
• Excellent geographical knowledge.
• Good people management and coordination skills.
• Excellent financial acumen.
• Excellent negotiation and communication skills.
• Extensive knowledge of the transportation industry.
• Good intuition to make crucial judgment calls.